Refund policy

 

 

Return & Refund Policy

At Hoof Beats & Co, we take pride in the quality of every item we create. Because each product is made to order just for you, we want to be upfront about how our policy works.

Made-to-Order Products All of our items are print-on-demand, meaning they're produced specifically for you once your order is placed. For this reason, we're unable to accept returns or exchanges for change of mind, incorrect size or color selection, or similar reasons.

Damaged, Defective, or Incorrect Items We stand behind our products. If your order arrives damaged, defective, or incorrect (e.g., wrong item sent or a manufacturing error), please contact us within 30 days of delivery at emily@hoofbeatsco.com with:

  • Your order number
  • Photos clearly showing the issue

Once reviewed, we'll offer a reprint, replacement, or refund at our discretion to make it right.

Please do not send items back without prior approval — unapproved returns cannot be accepted.

Non-Returnable Items The following cannot be returned or exchanged:

  • Items ordered in the wrong size or color (buyer's remorse)
  • Custom or personalized items
  • Sale items and gift cards

Exchanges We don't offer direct exchanges. If you have an eligible issue (damage, defect, or fulfillment error), contact us and we'll resolve it as quickly as possible.

Refunds Refunds are issued only for approved cases of damage, defects, or fulfillment errors. Once your issue is verified (via photos or inspection), we'll notify you of the decision. Approved refunds are processed to your original payment method within 10 business days. Your bank may take additional time to post the credit.

If 15 business days have passed since your approval and you haven't received your refund, reach out at emily@hoofbeatsco.com.

European Union Customers Our products are made to your specifications (design, size, and color printed on demand), which means they qualify as personalized goods under the EU Consumer Rights Directive (Article 16). The standard 14-day withdrawal period does not apply, except in cases of defects, damage, or incorrect fulfillment as described above.

Questions? We're happy to help! Email us anytime at emily@hoofbeatsco.com and we'll get back to you within 1–2 business days.